A recent Ofgem* survey found that while the majority of businesses are managing their energy bills without significant challenges, nearly a third (27 percent) indicated they are struggling to keep up. The survey also found that 23 percent of companies had made a complaint to their energy supplier in the previous 12 months, with notable increases in issues related to billing and overcharging.
As more and more utilities firms face difficulties related to rising costs, along with increasing customer complaints, Carrie Ramskill, chief operating officer at HGS UK, argues that outsourcing will help companies deliver a stronger customer experience, while boosting revenue and cost efficiency:
“Per the latest UK Customer Satisfaction Index**, the sector has the lowest average customer experience (CX) rating among the 13 assessed – a major problem as utilities companies provide essential services to businesses and deal with an ever-growing number of complaints.
“This issue is one the industry must address immediately, as delivering an excellent CX is a necessity. It is imperative that utilities firms do not cast aside this vital business function – not only does customer service directly impact satisfaction and loyalty but, ultimately, it effects both short- and long-term revenue. For instance, if businesses receive poor or even standard service, they may seek an alternative provider. Strong customer service and a proactive personalised CX can dramatically increase revenue and build brand value – a significant benefit during a time in which utilities providers are faced with rising costs.
“To achieve an outstanding customer experience, utilities firms should strongly consider outsourcing their customer service teams. Outsourcing provides best-in-class services, people, and technology – for example, organisations can combine customer journey expertise, artificial intelligence (AI), digital transformation technology, and significant implementation experience with a high value delivery location. This allows energy providers to facilitate significant improvements in customer satisfaction and revenue.
“At the same time, outsourcing reduces operational costs for companies – by as much as 60 percent in some cases. Through this business practice, the need for in-house infrastructure, training, and management of non-critical organisational functions is substantially diminished. This means utilities firms don’t have to pass on rising costs to businesses by significantly raising energy prices.
“Ultimately, by outsourcing customer service operations, utilities providers can enhance their CX at a time in which costs need lowering, but companies cannot afford to sacrifice brand image and reputation.”
* https://www.ofgem.gov.uk/publications/non-domestic-2024-research-report
** https://www.instituteofcustomerservice.com/research-insight/ukcsi/